Technical Support Specialist with Dutch

Angajator: Antal International
Domeniu:
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 16.07.2021
    Scurta descriere a companiei

    We are experts in the global search and selection industry - we work with professional and managerial talent worldwide. Utilizing an extensive international network to carry out cross border work allows us to bring a truly unique approach to the recruitment sector.

    Antal Bucharest was established in 2003, via Irina Vasile, as one of the oldest master franchisees, and has enjoyed a continuous presence in the market and internationally.

    Year after year, our office was locally nominated as Top Profit & Top Revenue in Bucharest as well as among the Top 5 Executive Recruitment agencies in Romania for its area of business, also winning the Best Service Quality Prize of Romanian Franchise National Association.

    Antal Bucharest office, as a master franchisee, has launched since 2003 till today other sub franchised offices in across Romania and is willing to expand, continuously.

    We have made a number of 3.791 placements, since 2003 till today, all of key experts, mid and top roles, out of them 56% are locally based and the rest, internationally.

    Cerinte

    Our client is a diversified technology and manufacturing leader, serving customers worldwide with aerospace products and services

    Requirements

    • Minimum college graduate; Bachelor’s degree preferred
    • Previous experience in a technical support environment;
    • Minimum 1-year experience in Customer Support;
    • Technical Skills
    • Strong customer focus
    • Ability to Learn New Software and Hardware
    • Analysis of Technical Issues
    • English – advanced level
    • Dutch – advanced level

    Responsabilitati

    SPECIFIC RESPONSIBILITIES:

    • Handles internal and external customer related issues and concerns;
    • Records all customer interactions into a CRM;
    • Maintains acceptable call evaluation requirements, KPIs & VOC;
    • Develops FAQs, Technical Tips, and ‘How-To ’videos on Hardware also Software applications;

    GENERIC RESPONSABILITIES:

    • Fulfillment the daily activities (individuals or team activities), as well as the annual projects, according to the established performance level
    • Creates own individual training needs, ensuring a training program is in place and completed in agreement with the timeline.
    • Own development plans (technical & behavioral) for individual development (IPD)
    • Contributes in an active way to the continuous improvement of the team’s performance; identifies constantly opportunities of improvement for own activity and department’s activities
    • Participates in Kaizen events and RPS exercises as well as other events according to the HOS specifications at job level: internal audit, third party, corporate, (clients, certification)
    • Performs Gemba walks /5S audits /SOS audits, identifies nonconformities
    • Participates in all the meetings necessary for this position (daily Tier meetings level 1,2,3 or 4, weekly/monthly meetings, etc.)
    • Communicates with clients, contractors, engineers, technicians, and other departments (Services, projects, supply, working capital)
    • Supports the development of internal documentation;
    • Actively participates in departmental activities and initiatives including self-help;
    • Provides coverage for Technical Support Helpdesk phone & e-mail;
    • Provides technical support level 1 for customers;
    • Resolves customer issues and provides technical support and client counseling;
    • Checks product problems;
    • Escalates problems to Range Specialist/Level 2 or Field technician;
    • Ensures technical knowledge and expertise, on the relevant products within a portfolio, including legislative and regulatory approvals, is maintained to a high level;
    • Works closely with L2 agents and Range Specialists to develop product knowledge to achieve independent call handling;
    • Handles licensing of customer software tools and panel features;
    • Assists the Team Leader in generating call tracking reports to monitor work backlog by specialist and customer commitment dates;
    • Assists the Team Leader in generating phone usage reports to monitor total calls, total phone time, and types of calls received.
    • Contact creation.

    Alte informatii

    Our client has a 30% work from the office policy that is currently put in place;
    Our client offers a Dutch language allowance monthly (besides the salary).